PnP Online - Not refunding elderly frail mother for missing items

I order grocery deliveries on behalf of my elderly mother because she is too frail to go to the shops herself. On the 9th of June, we organised groceries to be delivered to her at her old age home. The delivery man unpacked the groceries after which my mother told the man that 2 boxes of tea weren't delivered. The man took 2 photos of the delivered items and left. I immediately informed PnP of the situation. It took them until the 5th of July to inform me that my mother didn't tick a form and that they will therefore not refund my mother. They didn't explain the process to my mother and now she has to just accept the loss, which she can't afford being a pensioner. She paid for tea, she didn't get the tea, and there's photo proof. Pick n Pay promised to look into the matter, and I even got confirmation that my mother will be refunded but that seems to only have been hot air. So, is exploiting the most vulnerable people in our community how you live up to your tagline, Inspired by You, Pick n Pay?